Important information - the value of investments and the income from them, can go down as well as up, so you may get back less than you invest.

This time of year is often used to reflect, to look back on the peaks and the pits of the last 12 months and to make plans for the next year.

Perhaps, like me, 2024 has been a very mixed bag of emotions for you - with more pits than peaks at times. Regardless of how much money we may have, or are saving for, none of us are immune to the stresses and strains that life brings. We’re all vulnerable at some point. If this speaks to you, we want you to know we’re here to support you.

Over the last 12 months, some of our customers have chosen to tell us about the different situations and difficulties they’re facing - some more severe than others. And for that we want to thank you. By sharing your stories, we’re able to evolve and adjust our service to suit your needs. In turn, this means some of our more vulnerable customers have been able to experience a smoother, easier service. Here are some of the struggles our customers have flagged and what our specialist vulnerable customers team can support you with:

  • Living with a neurodivergent condition such as dyslexia or autism - we understand that you may need additional time when you speak to us. Or, you may need additional explanations to understand what to do next. So, we’ve specially trained teams who have the skills to flex and adapt. We’ve also worked on making our communications easier to understand.
  • Experiencing a decline in hearing - we’ve learnt that you may need us to speak louder, slower and clearer on calls. We know that speaking by phone isn’t possible and we should communicate where we can via secure messages or letters. For British Sign Language (BSL) users, we’re launching a new BSL video interpreter service in early 2025. Watch this space.
  • Dealing with a domestic abuse situation - our vulnerable customer care champions have handheld each customer case where domestic abuse has been experienced and have helped customers get safely back in control of their accounts.
  • Coping with poor mental health - where poor mental health has been disclosed and concerns over an individual’s personal safety have been raised, our team are equipped to signpost and request welfare checks by emergency services. Our contact centre staff are all trained on how to appropriately respond to someone expressing suicidal language.
  • Struggling with using online services or computers - if this is something you find difficult, we can add a note to your records to show that you prefer to have your documents posted and prefer to deal with us over the phone. Where possible we try to limit the promotion of online services that some may find inaccessible.

Thanks to you, our service is award-winning.

This year, the work we’ve been doing to support our customers through vulnerable times has been recognised as being of a gold standard. In February 2024 we were awarded the first ever Boring Money Award for Best Support of Vulnerable Customers. We are the first - and so far the only financial services firm - to be awarded this mark of achievement.

In May 2024 we were also recognised by the British Standards Institute (BSI) with their Inclusive Service Kitemark for Financial Services. And in October 2024 we won Gold at the Customer Experience Awards (CXA) for our support for vulnerable customers in financial services.

Struggling? Don’t suffer in silence

We can't promise we have all the answers, but we can promise to help and support when life happens to you. If you need extra support, please don’t go it alone. If we can help, we will.

Important information - investors should note that the views expressed may no longer be current and may have already been acted upon. This information is not a personal recommendation for any particular investment. If you are unsure about the suitability of an investment you should speak to one of  Fidelity’s advisers or an authorised financial adviser of your choice.

Share this article

Latest articles

2025 fund picks: Fidelity Global Dividend

A global fund that favours cheaper European stocks


Nick Sudbury

Nick Sudbury

Investment writer


Tom Stevenson

Tom Stevenson

Fidelity International

Another week, another tariff - market week

What’s driving your investments this week?


Tom Stevenson

Tom Stevenson

Fidelity International